Approval workflow is configured, but when the manager approves the request via email (OWA or Outlook add-in) the approval does not get processed by the service and the approval request remains in a pending state.
The following Event ID 1533, can be seen in the Windows Event logs for the Active Roles Administration service:
Active Roles Administration Service encountered a problem when processing approval response received via e-mail.
Exchange Web Services address: https://web.contoso.com/EWS/Exchange.asmx
Active Roles mailbox: ARS-Mailbox
Approval task: 0-000000-0
Details:
Sender of approval response cannot be identified from the response message.
This is caused by an email id being referenced in multiple user objects. I.e.: the same email address listed on different user accounts. This includes user accounts in different managed domains.
This is not a supported use-case in the approval flow, as it leads to an ambiguity.
SOLUTION
Make sure that all approvers involved in the approval process hold a unique email address (email id).
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